One district is not celebrating

It's always funny when you fill out a bug report that a district doesn't have Halloween decorations up, anyone visiting there notices, and they send a reply that before they can proceed, I must send a log file.

If their QA don't understand the concept of "replication" then you really have to wonder.

Anyway, Silly Valley at this posting has not put up the punkin lights or killed their trees. Anyone can see for themselves.

You mean for that intolerant minority who think Halloween is evil and not based on a harvest festival honoring departed friends and family?

Maybe! But they'd have to all find Silly Valley with the benefit of Speedchat.

Found it by accident last night when my friend logged on and I said while she was watering her trees "arent the trees cool?" and she didnt know what the big deal was.

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I grew up in one of those intolerant minority households - wasn't even allowed to trick-or-treat as a kid (cuz it would be celebrating the "devil"...). SO now we trick-or-treat with a vengeance in my household IRL and in TT!!!

GO Halloween! Anywho, back on topic, I think that bug reports must go to some type of filtering process - maybe through some ignorant person or program that just sends back standard responses...I did email support once upon a time (for a computer sales company) and we had a list of standard responses that we could click on to send to people who emailed in. Maybe Disney support has the same type of thing and the developers/programmers don't see any of it until they get X # of emails on one particular subject/issue??

GO Halloween! Anywho, back on topic, I think that bug reports must go to some type of filtering process - maybe through some ignorant person or program that just sends back standard responses...I did email support once upon a time (for a computer sales company) and we had a list of standard responses that we could click on to send to people who emailed in. Maybe Disney support has the same type of thing and the developers/programmers don't see any of it until they get X # of emails on one particular subject/issue??

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They have 1 stock answer for all issues (or so it seems). No matter what the problem is, they tell you to make sure your video/display drivers are up to date. You could be telling them that their website isn't responding, they'll blame it on your display drivers. Half of the players could be telling them that they're not getting gag points for the gags they use, they'll blame it on your display drivers. You could tell them that our nation is going down the drain and they'll STILL insist that your display drivers are to blame.

I have been in some form of customer support for 20 yrs, the last 6 years with a major subscription website: yes we use pre-written responses (the USA alone gets over 20k emails a week), but there are two things to consider:

1 - the skill of the rep who knows whether any answers apply or just play roulette when they arent sure versus the one who will either let the supes know or tweak the reply and cut out anything redundant or unrelated

2 - the supervisor who doesnt keep on top of issues and discuss what response to send people and add new ones as needed.

Now, we're talking about a blatant bug on the site which one should log into and check first before opening their mouth with a stupid reply. The log file is optional, so there's no leg to stand on.

On looking for an alternative message handling client, we have been courted by a company who does in fact have this keyword system which automatically sends the initial response to people. We rejected that system on the obvious grounds that it would be terrible customer service to send a stupid reply then follow it up with "here's the correct response..."

Anyway, I think we know Disney either hires people for whom English is not a fluent language OR they don't manage their customer service team well enough.

btw I'm now Tier 3 and write most of those responses, as well as manage the help section on the website. The other countries take my queue and adapt what I've written for their websites. Oh, the power...

Why do this? Simple: statistics. Example: Last week Adobe sprung Flash 10 on everyone overnight. Those who have automatic update selected came to our site and couldnt use their subscription tools. That took making a custom response to let them know we were aware of it, maybe add some time to the account, and show techs within a couple of days HOW MANY PEOPLE got that "we know about it" type response to light a fire under their butts and divert more attention to that (admittedly there's plenty for all of them to do, but this needed higher priority than it was given). It helped to have the numbers.

How well a company can make this a seamless experience to users makes all the difference Disney seems quite clueless in that department.

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